As an ever-increasing number of organisations shift to Genesys Cloud and realise all of the benefits a CCaaS platform offers, the move to cloud can create a significant challenge for IT teams that are used to having complete visibility and control of their underlying...
Cloud contact centers are part of the digital transformation many businesses are undergoing right now. It's a natural move towards more cost-effective solutions that support the growth and high-quality service delivery that companies aim for. The limitations of...
In the current climate, almost every day brings a new challenge for businesses. Contact centers have been at the forefront, handling unprecedented call volumes and queries for which most organizations don't have a protocol. Remaining efficient while adapting to the...
COVID-19 had thrown call centers into what is arguably one of the most testing times the industry has ever faced. A quick scroll through the social media pages of some of the world’s biggest brands revealed streams of complaints from customers whose calls were...
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